Shalabh Bharadwaj

Customer: Lantmännen - Nordics Leader in Agriculture, Foods, Energy, Machinery and Real Estate

Role: Global Service Delivery Manager

Responsibilities:

• Business Stakeholder Management for 6 different Business Units with more than 15 Solution Centers
• Service Portfolio owner for Infrastructure, End User & Service Desk services
• Owner of P&L and Budget for the entire engagement with customer
• Integral member of Contractual Council and Tactical forums with customer
• Driving Technology Innovation strategies during Transition and Transformation phase
• Establishment of multi-lingual Service Desk to support Nordics languages
• Escalation point for major business related issues
• Upscaling business for customer as well as HCLTech

Project Name: Lantmännen - Nordics Leader in Agriculture, Foods, Energy, Machinery and Real Estate

Role: Service Delivery Manager (Offshore)

Responsibilities:

• Lead IT operations for the customer from Offshore Delivery Center
• Manage technical tracks supporting Infrastructure, End User & Security operations
• Coordinate with extended arms of Shared Services to ensure smooth service delivery across the board
• Manage Third Party contract renewals through Procurement and PMG teams
• People Management to always ensure availability as per support window defined in contract
• Drive Value Adds from team to benefit customer
• First escalation point for issues or critical tasks
• Active participation in Task Force Bridge calls for P1/P2 incidents
• Align and Act as per the organizational targets such as Fresher Intake, Resource Optimization, etc.
• Innovate and drive Automation to ensure operational efficiency for all tracks and customer

Project Name: Saint Gobain (Construction and Glass manufacturing leader in Central Europe)

Role: Service Manager

Responsibilities:

• Act as Service Delivery Manager for customer business units in Central Europe - Germany, Netherlands & France
• Own and coordinate service delivery for Operational Support from Shared Delivery teams within HCL
• Accountable for Service Level management
• Report operational performance metrics
• Animate Local Technical Committee, Local Operations Committee and Governance Forum
• Participate in Strategic Forum involving leadership from both parties

Project Name: Reed Elsevier Technology Services (RETS) (Trade Book and Magazine publisher in USA)

Role: Transition Lead

Responsibilities:

• Lead transition for Service Desk and Wintel as part of service expansion
• Work closely with both tracks to ensure smooth transition

Project Name: DSGi – Dixons Store Group (Retail Chain giant in United Kingdom)

Role: Service Desk Track Lead

Responsibilities:

• Lead Service Desk operations from Noida, India
• Work as one-team with Service Desk in Chennai, India
• Ensure all calls are handled within the Service Level targets
• Lead and ensure quality communication from Service Desk for all P1/P2 incidents
• Handle Incident Communication Analyst role and open bridge calls for Critical incidents

Process Name: Dell Technical Support for Home and Home Office users

Role: Technical Leader

Responsibilities:

• Provide Level 2 Support to the team handling calls and Emails
• Technical support and resolution to user problems with Dell computers within the stipulated Service Level targets
• Manage shifts and on-call support

Line of Business: Computer IT hardware provider and Authorized Dealer for Protector Plus Antivirus

Role: Technical Support Supervisor

Responsibilities:

• Support and lead the team to assemble computer parts
• Support for Protector Plus Antivirus software installed on corporate and individual user machines